Job Title

North East England | on-site Working | Full-timeA fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets. This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.If your skills, experience, and qualifications match those in this job overview, do not delay your application.About the RoleYou will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement. As the customer voice within the business, youll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.Key ResponsibilitiesLead and develop the customer service team, ensuring SLAs and KPIs are consistently metCreate and execute strategies to enhance customer satisfaction, retention, and loyaltyOversee customer insights and reporting to inform cross-functional improvementsManage escalations, complex queries, and brand reputation with care and confidenceImplement customer support tools and technologies to streamline and modernise operationsDevelop and refine customer service policies, FAQs, and processes to ensure consistencyAct as the internal champion for the customer experience across all regions and channelsWhat Were Looking ForProven leadership experience in a multi-channel customer service environmentA customer-first mindset with experience shaping and scaling service operationsStrong commercial awareness and experience working in a fast-paced, growth-focused businessExperience with support technologies (e.g., CRM, helpdesk, live chat platforms)Excellent communication skills and a hands-on, proactive leadership styleComfortable working cross-functionally to influence product and operational decisionsIf you're passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand thats expanding globally.Apply now or reach out for a confidential conversation.